Senior Disputes Specialist

Mercury is building a banking* stack for startups. We work hard to create the easiest and safest banking* experience possible to simplify entrepreneurs' and business owners’ financial lives. 

We’re looking to hire a Senior Disputes Specialist to deliver magical customer experiences all while balancing risk. As a Senior Disputes Specialist, you will serve as a disputes subject matter expert by handling the intake, investigation, and resolution of card and ACH disputes. You’ll work with our customers in order to make consistent and high quality risk-based decisions that directly impact Mercury and our customers.

In addition to your designated queue of dispute cases, you’ll be responsible for making high complexity decisions on escalated cases. You will also leverage your expertise to directly contribute to ongoing projects that move Mercury’s dispute program forward. 

*Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group and Evolve Bank & Trust®; Members FDIC. 

Here are some things you’ll do on the job:

• Handle dispute intake and resolution processes, including pre-arbitration and arbitration cases, as well as banking transaction exceptions (e.g. ACH returns)
• Work with our partners and internal team members to review and assess information received from users to determine the validity of filed disputes from users
• Manage a high-volume caseload within service level agreements and with critical attention to detail
• Submit chargebacks to Mastercard on an as needed basis
• Document rationale for risk decisions with supporting documentation
• Maintain a positive user experience, while mitigating risks to Mercury
• Handle high complexity or escalated dispute cases that require deep expertise
• Write clear documentation on current processes and surface gaps in disputes policy
• Serve as an subject matter experts to Engineering and Product teams and inform the creation of new internal tooling 
• Identify and execute opportunities to make processes more observable, scalable, and efficient through tooling changes and procedure updates

You should:

• Have 5+ years of card disputes intake and resolution experience; bonus if it’s issuer-specific experience
• Have 2+ years of experience building programs or processes
• Have a strong understanding of RegE dispute requirements
• Have familiarity with Mastercard and/or Visa chargeback rules
• Have experience in banking, fintech, or other financial services
• Have experience in managing customer-facing queues to support excessive caseloads and/or handle customer escalations as …